What is Criteria in mailroom rules?
Criteria defines when a case record must be created.
For example, consider that firstname.lastname@example.org is the contact email of your customer support team. You can set up the criteria as ‘If Email Recipient contains email@example.com’. Then, Mailroom creates case records from the emails that are sent to this email address.
You can set up similar criteria on From email address, email body, and email subject.